Personal Lines Servicing release notes

  • Release version: Store
  • Updated June 11, 2026
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Personal Lines Servicing release notes

    The Personal Lines Servicing application on the ServiceNow Store undergoes continuous updates to enhance case management, localization, security, and user experience for personal lines insurance servicing. This release history highlights key improvements, fixes, and new features designed to streamline servicing operations and maintain compatibility with the broader ServiceNow ecosystem.

    Show full answer Show less

    Key Updates and Enhancements

    • Indexing and Data Migration: Added child tables for Financial Case indexing (v2.7.0), and migrated data from legacy FSO service category tables to CSM service category tables with updated relationship models (v2.2.0).
    • Case Management Improvements: Replaced custom case type selection logic with native CSM Case Type Selector supporting agent and user criteria to reduce maintenance and standardize handling (v2.6.0).
    • Localization and UI Updates: Added multiple translation updates for better localization support (v2.3.1, v2.2.0), updated UX page properties for Agent Assist, and improved UI actions for cases (v1.5.0, v1.4.0).
    • Security Fixes: Addressed security issues on portal pages and made the Policy info service portal widget private to control access (v2.1.0, v1.6.3, v1.5.4, v1.3.3).
    • Role and Permission Management: Deprecated outdated roles and introduced new roles such as "Agent Connector" and "Contributor" to align with personal lines servicing (v2.2.0, v1.1.1).
    • Form and Field Enhancements: Updated read-only field options to 'Strict Read Only' (v2.5.0), renamed fields and buttons for clarity (v1.2.0), and fixed form layout issues including dark theme support (v1.3.0).
    • Integration and Workspace: Added document signing support integrated with Document Template (v1.2.0) and migrated workspace to CSM configurable workspace for better agent experience (v1.1.1).

    What Customers Can Expect

    ServiceNow customers using the Personal Lines Servicing application can expect improved case handling consistency through native components, enhanced security and access controls, better localization for global use, and a more streamlined agent workspace. Data migrations and role updates ensure the application remains aligned with best practices and current ServiceNow platform standards. These updates collectively reduce maintenance overhead and improve servicing efficiency for personal lines insurance workflows.

    Version history for the Personal Lines Servicing application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 2.7.0 - June 2026
    New: Added child tables for indexing for Financial Case indexed source
    Version 2.6.0 - April 2026
    Updated: FSO now uses the native CSM Case Type Selector with Agent and User Criteria support, replacing custom extension logic and legacy components to reduce maintenance overhead and standardize case type handling across all user types.
    Version 2.5.0 - March 2026
    Updated: Updated the read-only option to 'Strict Read Only' for read-only fields
    Version 2.3.1 - August 2025
    Changed: Included additional translations to support localization for Q4.
    Version 2.2.1 - November 2024
    Changed: ACL bypass via UX Screen Condition.
    Version 2.2.0 - May 2024
    • New: Migrated data from FSO service category (sn_bom_service_definition_category) table to CSM service category(sn_csm_case_types_service_category) and relationship tables
    • Changed: Modified configuration for localization support
    • Removed: Deprecated sn_bom_policy_b2c.requestor role and related UI actions
    Version 2.1.0 - February 2024
    • Fixed: Fixed security issue in portal page
    • Changed:
      • Upgraded snc-app-parent version to 5.1.0.16
      • Modified configuration for localization support
      • Migrated agent assist template to UIB layout 3.0
    Version 1.6.3 - December 2023 (Vancouver)
    Fixed: Updated Policy info service portal widget to private.
    Version 1.5.4 - December 2023 (Utah)
    Fixed: Updated Policy info service portal widget to private.
    Version 1.3.3 - December 2023 (Tokyo)
    Fixed: Updated Policy info service portal widget to private.
    Version 1.5.1 - November 2023
    Changed: Moved product model demo data from 'sn_bom_ins_policy_model' table to 'sn_ent_b2c_ins_policy_model' table.
    Version 1.5.0 - May 2023
    • New:
      • Added UX page properties for the Agent Assist on Voltron record page.
      • Added localization changes.
    Version 1.4.0 - February 2023
    Changed:
    • Updated contributor roles
    • Updated UI actions for case
    Version 1.3.0 - November 2022
    Fixed:
    • Fixed dark theme issues
    • Fixed the form layout for auto policy
    Version 1.2.0 - August 2022
    • New:
      • Added dependency for reject reason choice field based on stage
      • Added support for document signing with integration to Document Template
    • Changed:
      • Renamed Net premium field to Balance due
      • Renamed Decline button to Cancel request
    • Fixed: Fixed application forms and views
    • Removed: Removed customer 360 page
    Version 1.1.2 - March 2022
    • New:
      • New service definition on Auto Policy Service Case for Change coverage request
      • New service definition on Homeowner Policy Service Case for Change coverage request
      • New playbooks for both service definitions
    Version 1.1.1 - February 2022
    • New:
      • Migrated workspace from Agent workspace to CSM configurable workspace
      • Added new roles "Agent Connector" and "Contributor"
    • Changed:
      • Changed case type to be specific to personal lines
      • Changed roles to be specific to personal lines